Accessibility at the tournament
Initiative description: Designing, building and/or selecting accessible tournament sites, delivering accessible services at tournament sites and events and establishing a system to audit compliance with FIFA and Supreme Committee for Delivery and Legacy (SC) accessibility standards as applicable. Implementing a comprehensive ticketing system for local and international disabled people and people with limited mobility that facilitates their attendance at the FIFA World Cup Qatar 2022™. Providing training on how to assist disabled people and people with limited mobility for staff, volunteers, and others working in sectors related to the FIFA World Cup™ such as security, transport, accommodation and food and beverage.
Since the early stages of planning, delivering an accessible tournament was a priority for tournament organisers. The FIFA World Cup Qatar 2022™ featured several firsts for disabled fans, including the availability of audio-descriptive commentary in Arabic at all matches and three stadiums that hosted sensory rooms for fans with sensory access requirements. Every tournament venue was built or enhanced to FIFA accessibility standards.
High satisfaction rates by disabled spectators and spectators with limited mobility evidenced our efforts to create an inclusive FIFA World Cup Qatar 2022™ experience that was welcoming, safe and accessible to all. An average satisfaction rate of 4.5 out of 5 from disabled spectators and spectators with limited mobility was achieved for accessibility of stadium infrastructure and services (this was above the target of 4 out of 5 set for this initiative). In this process, we have left a legacy of accessible infrastructure and services, and associated expertise among the local population, and have set a new benchmark in accessibility for future FIFA World Cup™ tournaments and other mega-sporting events.
Accessible infrastructure
Tournament organisers worked together to ensure all FIFA World Cup Qatar 2022™ stadiums, training sites, and other official sites were accessible for disabled people and people with limited mobility, in line with FIFA’s accessibility requirements and the SC’s inclusive design requirements.
Accessible infrastructure at stadiums included:
accessible routes for wheelchair users and people with limited mobility;
accessible seating options;
accessible toilets and changing places toilets;
designated accessible parking areas;
dedicated priority lanes at entrances;
accessible service counters;
sensory rooms in three stadiums;
resting places for people with limited mobility;
priority lift access; and
wayfinding signage.
Accessibility provisions were also implemented at the FIFA Fan Festival™, to ensure a safe and enjoyable experience for all visitors. Accessible toilets, lowered concession and service counters, an elevated viewing platform, wheelchair access lanes, sensory rooms, and a mobility support service resulted in a high standard of inclusivity at the FIFA Fan Festival™.
Regular inspections and audits were conducted to evaluate compliance of non-competition official sites including the Qatar National Convention Centre (QNCC), Doha Exhibition Centre (DEC) and team training sites with accessibility requirements and areas for improvement addressed accordingly.
Accessibility training for workforce
Test events such as the FIFA Club World Cup Qatar 2019™, FIFA Club World Cup Qatar 2020™ and FIFA Arab Cup 2021™, all hosted in Qatar, presented opportunities to test and improve accessibility services and develop a comprehensive accessibility training programme for FIFA World Cup Qatar 2022™ staff, volunteers and contractors. For the FIFA World Cup Qatar 2022™, 15,250 volunteers (representing over 75% of total volunteers) covering spectator services, security, sustainability and health & safety roles were trained on accessibility awareness and etiquette. Over 12,900 private security personnel received disability awareness training to help them recognise and assist disabled spectators and spectators with limited mobility at test events.
Additionally, in partnership with Qatar Foundation (QF), over 250 QF staff received accessibility training and were deployed to the FIFA Fan Festival™, ‘sensory havens’ in the Corniche Activation, and along the route to Education City Stadium, to provide accessibility support to fans.
FIFA World Cup 2022™ Accessibility Training
Accessibility ticketing
FIFA ensured a dedicated allocation of Accessibility Tickets (AT) for purchase by local and international disabled people and people with limited mobility to facilitate their attendance at the FIFA World Cup Qatar 2022™. These ATs were made available in every stadium and across all matches via the FIFA ticketing website in five ticket categories - wheelchair users, easy access amenity, easy access standard, easy access extra-width and sensory room. A complimentary ticket for a companion was offered for all categories except easy access extra-width. A total of 22,592 ATs were sold (and 19,624 complimentary companion tickets) representing 96% of the available AT inventory. 65% of ATs were purchased by visitors and the remaining 35% were purchased by local Qatari residents.
All AT applications and documents of proof of eligibility were screened and verified by experts working for the Centre for Access to Football in Europe (CAFE). Promotional campaigns were carried out prior to the tournament to raise awareness about the availability of ATs to fans. An accessible format of the FIFA World Cup Qatar 2022™ match schedule was produced for the benefit of blind and partially sighted fans.
| Ticket category | Available tickets | Tickets purchased | % of tickets purchased |
|---|---|---|---|
| Total number of Accessibility Tickets (in brackets, number of complimentary companion tickets) | 23,409 (20,257) | 22,592 (19,624) | 96% |
| Wheelchair user | 11,663 | 11,393 | 97% |
| Standard easy access | 4,267 | 4,159 | 97% |
| Easy access amenity | 4,123 | 4,104 | 99% |
| Easy access extra-width | 3,152 | 2,755 | 87% |
| Sensory room | 177 | 163 | 92% |
| Sensory room wheelchair user | 27 | 18 | 67% |
Mobility assistance
Mobility assistance services were provided at all eight stadiums to assist wheelchair users, disabled people, and people with limited mobility from the security areas to their seats. Golf carts and wheelchair escort services were available to help people reach their seats comfortably and dedicated accessibility staff and volunteers were on hand to provide support and information. Mobility assistance services included the following:
3 to 6 mobility assistance stations per stadium
436 spectator services volunteers and 33 contractors dedicated to the provision of mobility assistance services
332 mobility volunteers trained on mobility assistance and accessibility etiquette
Minimum of 10 golf carts and 22 wheelchairs per stadium dedicated to providing mobility assistance to disabled people and people with limited mobility
Minimum of 93 golf carts dedicated to mobility assistance in the Last Mile to get to stadiums and other tournament sites
Sensory rooms
The FIFA World Cup Qatar 2022™ was the first FIFA World Cup to provide sensory rooms for people with autism and sensory access requirements. These were provided at three stadiums (Education City, Al Bayt and Lusail) and covered 27 matches. These specially designed rooms provided people who find the stadium environment too stimulating or overwhelming the ability to withdraw to a calm space with sensory toys and mood lighting during the game.
A total of 204 sensory room tickets were made available of which 181 were sold, representing 89% of purchasable tickets available for this category. For each ticket there was an additional complimentary ticket for a companion.
In addition, three mobile sensory rooms were set up across Qatar to give fans the opportunity to step away from large crowds or loud music. Locations included the Corniche within the vicinity of areas near to cultural activations and the FIFA Fan Festival™ at Al Bidda Park.
Audio-descriptive commentary
Audio-descriptive commentary (ADC) was provided for blind and partially sighted fans, who were able to use their own mobile phones and headphones and a dedicated mobile app to listen to trained commentators describe matches in great detail. ADC described to users of the service everything happening around the stadium – from the pitch to the stands – to create a ‘verbal picture’ allowing them to imagine the scene and immerse themselves in the action and excitement.
The FIFA World Cup Qatar 2022™ was the first FIFA World Cup to offer this service to fans globally (via the app) in English and Arabic. This was available for all 64 matches, including the opening and closing ceremonies.
ADC was delivered with the support of CAFE and Qatar Foundation member Hamad Bin Khalifa University (HBKU) who were responsible for recruiting, training and managing ADC services during the tournament.
“In the past, I had to rely on the description of a sighted friend or make do by listening to a time-delayed video of the match on my phone. But this technology allows me to enjoy the action on the pitch in the same way as everyone else.”
Accessible activations
To further enhance the fan experience for disabled fans, inclusive activations were developed in partnership with QF at the Last Mile of Education City Stadium. Inclusive performances included the Korean Traditional Music Orchestra for the Blind, which is comprised of blind and partially-sighted musicians, and dance-offs between disabled international break-dancers. Live sign interpretation of musical performances was also available for deaf and hard of hearing people.
Several sensory activations were also developed to help people that require sensory regulation. A freestanding music wall enabled those with auditory regulation needs to play and engage, while creating an opportunity for sensory stimulation. A tactile wall and path (a mix of soft, hard, raised, and other textured surfaces) were built to accommodate the needs of those prone to both sensory hyposensitivity and hypersensitivity. This allowed them to self-regulate, and avoid sensory overload, exhaustion, or burnout.
Accessibility satisfaction survey rates
Satisfaction surveys were carried out by Sustainability Volunteers at every match during the FIFA World Cup Qatar 2022™. The purpose of the surveys was to gather data to understand views and experience of disabled spectators and spectators with limited mobility in relation to the accessibility of stadium infrastructure and services offered during each match.
The survey was based on the AT holder’s experience from their arrival point at the stadium all the way to their seat. Over 3,280 satisfaction surveys were carried out with AT holders across all stadiums during all matches. The survey was focussed on a number of areas including spectators’ arrival by metro, shuttle bus, and private car, security screening, route from security screening to seat, seat satisfaction, accessible toilets, food & beverage, and service counters, use of audio-descriptive commentary and the overall spectator experience during each match.
The average satisfaction rating across test events and the FIFA World Cup Qatar 2022™ are captured and categorised in the table below.
| FIFA Club World Cup 2019™ | FIFA Club World Cup 2020™ | FIFA Arab Cup 2021™ | FIFA World Cup 2022™ | |
|---|---|---|---|---|
| INFRASTRUCTURE Satisfaction rating from disabled people and people with limited mobility for accessibility of stadium infrastructure (e.g. routes, seats, sanitary facilities) | 4.5 out of 5 | 4.7 out of 5 | 4.6 out of 5 | 4.5 out of 5 |
| SERVICES Satisfaction rating from disabled people and people with limited mobility for accessibility of services (e.g. transport, security check, spectator services) | 4.5 out of 5 | 4.4 out of 5 | 4.5 out of 5 | 4.4 out of 5 |
On average, AT holders rated their accessible journey as 4.5 out of 5, or between good and excellent, which is above the overall satisfaction rating target of 4 out of 5 for this initiative. For more information on this and other top-level sustainability targets, please visit the sustainability targets web page of this report.
In general, AT holders reported a very good match day experience during the tournament. The two areas on the lower end of the satisfaction rating (i.e. approximately 4 out of 5) were:
Food and beverage concession counters: while food & beverage concessions had appropriately signed lowered counters and dedicated accessible lanes intended for wheelchair users and people with limited mobility, in some cases they were used by general spectators, leading to queuing and longer waiting times for their intended users.
Access from the parking to the stadium: every stadium had a designated accessible parking area and AT holders were able to obtain a car parking permit to access this parking during a match day. All accessible car parks were located within a close distance from the stadium security gates with a mobility assistance service set up nearby to assist spectators. Some AT holders experienced difficulties if they had not picked up a parking permit for the accessible car park. Also, spectators with limited mobility who did not have access to ATs or the accessible car park may have faced some difficulties to access the stadium from the general spectator parking areas.
Accessibility ticket holders join teams on the pitch
The tournament's accessibility initiatives were complemented by an opportunity for selected AT holders to enjoy the pre-match ceremony on the pitch and lining up alongside the players and officials. Ten-year-old Aiden Bell was chosen to line up with England ahead of their quarter-final match against France at Al Bayt Stadium – and for his dad, George, seeing his son next to Three Lions captain Harry Kane was a remarkable moment. “It was amazing – words can’t do justice to how proud that made me. Watching the national anthem at a World Cup quarter-final and seeing Aiden there – it was unbelievable,” said George, an accountant who has lived in Qatar since 2017.
He added: “The accessibility at this World Cup is absolutely amazing. From the moment you arrive, everything is brilliant – the parking, the security, the volunteers – everyone is so helpful. Everything is very clearly signposted, and the facilities are very good. Aiden loves coming to games – this is his third so far – and we are having a great time."
Ahmed Al Bahar, from Kuwait, joined the France and England national teams at the pitch ahead of kick-off – and he was full of praise for the accessibility features of the tournament. “This is the number one experience of my life,” said Ahmed. “It was a dream. On the pitch, I couldn’t believe I was there. It’s like you’re somewhere else. It’s amazing. ”He continued: “This is one of the best accessibility experiences I have seen. From the moment I got to the stadium, everyone was so helpful. The entrance is wonderful and there are many rest rooms – which is a big deal for disabled fans. The seating is beyond amazing, and I thank everyone organising this event – it has been incredible.”